Tag Archives: customer service

Our Customers Value Voicemails on the Go!

by Adele Fredeluces

always_connectedThese days, more and more people are working out of their offices or in the field. Few companies need a receptionist or a physical answering machine to take messages.

When you’re on the go, Phone.com makes it easy to get a voice message as soon as a caller leaves one in your Inbox. For Maurice Aguirre, Chief Lobbyist at DG Group, LLP, on-the-go voicemail is one of his favorite features!

The DG Group is a high-stakes advocacy and public-strategy firm that offers a range of services to help their clients gain a competitive advantage. Services include public relations; creating, implementing and changing public policy; and business-management consulting.

One of Aguirre’s chief goals, is to build and maintain strong relationships with his clients. Having voicemail at his fingertips is key. “Always being connected to a client, no matter where I am or whether an assistant is routing calls, is priceless,” he says.

Now if DG Group partners miss a call and it goes to voicemail, they can get an email or text notification within minutes. There’s no need to call in, enter a password, and then listen to a queue of non-urgent messages to get to an important one. Aguirre says that this Phone.com feature alone has saved DG Group thousands of dollars, not to mention countless hours calling into voicemail.

In addition to the features that Phone.com offers to keep business people connected, our number one goal is to make our customer service outstanding, and Maurice Aguirre agrees: “Customer service at Phone.com is its brightest diamond—impeccable, attentive and always cordial.”

Meeting Up With Other Customer Service Professionals In San Diego

by Jeremy Watkin

pizzaThis post originally appeared on our customer-service blog at CommunicateBetterBlog.com

A little over a year ago, I made a terrific connection with author and customer-service expert, Jeff Toister. After attending a webinar about his book Service Failure, I began reading Jeff’s blog and communicating with him on Twitter. We eventually realized that we live less than a mile from each other, and have met a couple times to hike and talk customer service. Eventually, we arrived at the idea for a meetup for customer-service professionals in San Diego.

Last week, Phone.com hosted the meetup by opening up our office and providing refreshments. I had the opportunity to share some of the key components that we strive for when we talk about achieving awesome customer service. It was fun to give a tour of our customer-service operation and answer questions from attendees.

Jeff followed up with a discussion on the common customer-service challenges that we face. You can read a terrific recap of the event on Jeff’s blog.

Without going into great detail on everything we discussed, I thought I would share a couple of my takeaways from the event. First, we had people from various companies attend, including the San Diego Humane Society and Ideal Plumbing And Heating. These are customer service people who have a completely different base of knowledge and skills, and yet they face many of the same customer-service challenges we do supporting customers over the phone!

Second, I realized that networking doesn’t have to be scary. The people at the event, like me, were looking for ways to better serve their customers. What better way than to talk about the challenges we face and what we are doing to overcome them?

Phone.com’s Response to the Heartbleed Bug

by Jeremy Watkin

heartbleedWe want our customers and friends to be fully aware of the Heartbleed issue.

The Heartbleed Bug is a serious vulnerability in the popular OpenSSL cryptographic software library. This weakness allows stealing the information protected, under normal conditions, by the SSL/TLS encryption used to secure the Internet.

Source: Heartbleed.com

This of course begs two questions:

What is Phone.com doing in response to the Heartbleed Bug? As of 11:00 PM Pacific time on Tuesday, April 8, our engineering team applied all of the necessary patches to the Phone.com network to ensure this vulnerability no longer exists.

What can you do to protect yourself as an Internet user? As many other companies have suggested, we recommend that you change your passwords for any online accounts that contain secure data and personal information, including your Phone.com account.

Finally, you may have received emails from many of the companies and online services that you use. The Heartbleed Bug potentially affects so many companies that it is critical that they update their systems. Here is a list of some of the major online services and the actions they have taken.

Also, please know that the security of your data at Phone.com is of the utmost importance to us.

Small Business, Global Presence. Yes, You Can!

by Adele Fredeluces

globalnumbersPhone.com makes it easy and affordable to support a business in several countries!

Need virtual numbers in different regions and the ability to call internationally? For Ofelos Media, a Phone.com client based in Cyprus, our phone service delivers all that and more!

Ofelos Media offers business and marketing services that help small companies expand and establish an online presence. Services include scanning and electronic archiving of documents, strategies for mobile and online marketing, and guidance on social media. Phone.com gives Ofelos Media the telephony resources to maintain their relationships with global clients, and enables them to operate economically.

While their main office is located in Cyprus, Ofelos Media has another office almost 2,000 miles away in Denmark, with each location using numbers local to those countries. “The features we love most about the [Phone.com] system is its ability to handle global numbers, which gives us a local presence in each country,” says Ofelos Media CEO Marianna Frangos.

At each office, Ofelos Customer Service Specialists also use Communicator, Phone.com’s soft-phone service, along with our iPhone app, so they don’t have to buy and maintain phone equipment. Frangos says that’s good business sense. “Communication is both effective and efficient … we have no upfront investment and no hardware to maintain, so we save time and money!”

As she does for Ofelos Media, Phone.com’s number specialist Jenny Dempsey can help you find the perfect local and global phone numbers for your business.  Marianna Frangos again: “Phone.com’s customer service is excellent! Jenny is always keen to help us with any problems that arise, and help walk us through Phone.com’s many features.”

San Diego Customer Service Meetup Hosted By Phone.com

by Jeremy Watkin

San Diego Customer Service Meetup

Phone.com and Toister Performance Solutions, Inc. are hosting a meetup event for San Diego customer service professionals on Wednesday, April 9 from 4:30-6:30 PM Pacific time.

The evening will feature a grand tour of Phone.com’s awesome customer service operation, round table discussions about customer service and, of course, networking.

There are still spots available but they are going fast so sign up today. Click to sign up and learn more about the event!